Customer Support Specialist | Hybrid Remote | NCR/Manila - Philippines

Job Description

Job Description

Description:

We are seeking a friendly, patient, and customer-focused Customer Support Specialist to join the client’s high-performing support team. If you enjoy helping people, solving problems, and creating exceptional customer experiences, this role may be a great fit for you.

As a Customer Support Specialist, you will serve as a trusted resource for members, providing timely and empathetic support while helping them maximize the value of their benefits. You will work across multiple communication channels and collaborate with cross-functional teams to continuously improve the customer experience.

Key Responsibilities

• Deliver timely, accurate, and high-quality support to members through live chat, email, ticketing systems, messaging platforms, social media, and phone channels.
• Utilize internal tools, systems, and knowledge resources to efficiently investigate issues and provide effective resolutions.
• Guide members through the platform and benefits offerings with confidence and expertise.
• Identify customer trends, recurring issues, and process improvement opportunities, and share insights with relevant teams.
• Escalate complex concerns appropriately while advocating for the best possible member experience.
• Maintain clear, professional, and empathetic communication throughout every customer interaction.
• Demonstrate patience, positivity, and professionalism while handling inquiries and resolving concerns.
• Collaborate with teammates and cross-functional partners to improve support processes, documentation, and member journeys.
• Effectively manage priorities and performance expectations in a fast-paced environment.
• Serve as a brand ambassador by representing the client’s values in every customer and team interaction.
• Adapt to evolving tools, workflows, and business priorities in a growing global organization.
• Maintain flexibility with work schedules, including potential shift adjustments and occasional weekend coverage to support a global customer base.

Required Experience

• At least 2 years of experience in customer support, technical support, or product support within an omnichannel environment (chat, phone, email, and ticketing).
• Strong customer service orientation with a passion for helping people and resolving issues.

Preferred Qualifications

• At least 1 year of experience supporting a B2B and/or B2C SaaS product.
• Experience using customer support platforms such as Intercom, Zendesk, or similar tools.
• Excellent problem-solving and critical-thinking skills, with the ability to navigate ambiguity and make sound decisions independently.
• Highly proactive mindset with a strong sense of ownership and initiative.
• Adaptability and resilience in a fast-changing environment.
• Exceptional written and verbal English communication skills.
• Strong organizational skills and attention to detail while managing multiple priorities.
• Collaborative team player who values partnership, accountability, and shared success.
• Commitment to continuous learning, growth, and professional development.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.